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Outsourcing Help Desk Support

Name: Help desk outsourcing
Brand: Simply Contact
Rating: 4.9 (26 reviews)

Help desk outsourcing intends to assist customers in solving technical and user issues through various channels. This service elevates the quality of customer support, raising overall efficiency and satisfaction.

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Simply Contact

Ranked among Top Customer
Support companies.

We meet the highest
security standards in accordance
with PCI DSS, ISO 27001, and ISO 27701 (GDRP).

We provide

Tier 1 support

We address general customer questions, provide basic explanations, and deliver guidelines to help clients solve minor problems and usage issues.

Tier 2 support

At this level, we deal with larger issues that require more time and resources than Tier 1 requests. We investigate the causes of the problem and fix them if the involvement of additional experts is not needed.

Tier 3 support

Tier 3 help desk support service includes handling complex issues. Our agents monitor the status of clients’ queries and involve developers or suppliers to resolve the issue efficiently.

Take the benefits of help desk outsourcing

Outsourcing help desk services enriches customer support and reduces costs. Our vast experience, operational transparency, flexibility, and owner-like approach help us lead our clients’ businesses to prosperity.

>90%

quality assurance (QA)

10+

years of experience

600+

agents on board

80%+

customer satisfaction (CSAT)

Our industry expertise

SaaS

Having a profound knowledge of the SaaS specifics, we build scalable teams and deliver tailored solutions to maximize our clients’ gains.

Fintech, Blockchain & Cryptocurrency

We are well-versed with breakthrough techs to address the needs of these sophisticated sectors.

Aviation & Travel

By help desk services outsourcing to our experts, you’ll streamline the customer experience and drive satisfaction and loyalty.

Legal

Our experts have solid experience in the field and deliver seamless, consumer-focused services to legal practices and other organizations in the sector.

Healthcare

Legal and safety compliance is critical in healthcare. Our solutions help construct transparent, trusted, and secure communications matching all industry requirements.

Logistics & Delivery

Thanks to an owner-like approach and deep dedication, we help our clients reinforce their partnerships and maximize outcomes.

Ecommerce

Help desk support in ecommerce is a highly demanded service. Our team crafts solutions to help retailers save costs and amplify operational efficiency.

Media & Entertainment

A transcendent outsourced helpdesk service facilitates customer engagement and loyalty. Leverage our expertise and experience to create a smooth path for your clients.

We got you fully covered

Quality assurance

Regular reporting and analytics

Recruitment

Uninterrupted operations

Inhouse training center

IT setup and maintenance

We are trusted by

We provide proven results

Have any questions? Fill out the form, and we'll contact you shortly.

Describe your project and scope of tasks and have our manager prepare a customized proposal tailored to your specific needs.

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Why choose us?

Our team has successful experience across industries, including Avia&Travel, Retail, Fintech, Delivery

We exercise a customer-oriented approach and methodologies, such as CSAT and NPS track and improvement

Superior protection is guaranteed by non-compromised data security and compliance with PCI DSS, ISO 27001 and ISO 27701 (GDRP)

We develop solutions for superior customer experience in North American markets and globally

Operational transparency and dedicated staff enable a quick and seamless launch

A flexible team offers scalability opportunities by 50 agents per month

A perfect capability for global business growth with a multilingual BPO that includes up to 18 languages

For ultimate customer convenience, we deliver uninterrupted 24/7 services

We treat your project as our own, which maximizes the positive outcomes and cost-efficiency of our solutions

Our awards & certifications

PCI DSS

Simply Contact is PCI DSS certified. This certification underscores our commitment to maintaining the highest level of security for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting our clients' data and ensuring their personal information is always secure.

ISO 27001

Simply Contact holds the ISO 27001 certification, an internationally recognized standard for managing information security. This certification ensures that we have robust processes in place to safeguard sensitive information, providing our clients with peace of mind.

ISO 27701 (GDPR)

Simply Contact is certified under ISO 27701 (GDPR), the international standard for privacy information management. This certification is a testament to our dedication to privacy and data protection, ensuring our clients' information is handled with the utmost care and security.

How do we ensure a high quality of service?

Outline the guidelines for quality processes to drive efficiency and performance

Meticulously study customer reviews at our regular feedback sessions. This helps us reveal areas for improvement

Conduct quality checks and analyze the results with supervisors, coaches, and project managers

If we reveal any skill or knowledge gaps, we arrange the respective training sessions

The unrivaled quality of our help desk support enables us to facilitate customer acquisition for companies in the legal sector and other industries

We work out an optimal communication style that corresponds to customer’s brand

Reviews

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Travel Tech Company

Since partnering with Simply Contact, we have experienced an improvement in our customer support response times, a decent increase in customer satisfaction scores, and a considerable reduction in customer support expenses.
They are attentive to our requirements and are quick to implement any necessary changes. Their team is not only professional and efficient but also proactive in addressing potential issues.
There is always room for improvement, but we are more than satisfied with the current level of service and support provided by Simply Contact.

Stacey Warder

Head of Support, Ditto Music

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FAQ

What is help desk support?

Help desk support service is a software platform that helps to handle customer queries or issues. The system aids in accepting, managing, organizing, automating, and responding to client requests. It provides an opportunity to have a live chat with a service person through various channels and obtain quick assistance or troubleshooting advice. The service enables customer support staff to resolve complaints expeditiously and efficiently.

What are the duties and responsibilities of a help desk support?

Customer support typically requires significant dedication from the side of employees. Outsourcing help desk support relieves the in-house staff and covers a variety of duties to be performed by a third-party support team. Nine years of experience, professionalism, and talent of our experts empower us to deliver services precisely matching your business needs. We categorize our services into three tiers depending on the product complexity. At each tier, we provide competent advice and involve the required specialists.

How much does it cost to outsource help desk services?

Help desk service providers apply different payment models:
1) Pay per ticket: According to this metric, you should pay for every incident (ticket) your customer resolves with the help of your support service. The average cost of a ticket is usually about $20.
2) Pay per call: Here, you pay for every call managed by your outsourced helpdesk service. Although seemingly straightforward, the model may lack efficiency, as some issues require several calls for a complete resolution.
3) Pay per minute: This approach implies payments for each agent's time to address a specific issue. To avoid excessive expenses, you should apply the model when the average talk duration is short.
4) Pay per agent: This approach incurs a flat rate per help desk technician. You get dedicated agents aware of your systems and processes for ultimate support.

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